Return & Refund Policy

Effective 1 March 2026 · Read together with our Terms & Conditions

Services are not shoes — a cleared drain can't be posted back in its box. So "returns and refunds" in a trade business really means four situations. Here is exactly how we handle each one.

1. You cancel before we start

• More than 24 hours before the slot: full refund of any deposit, no questions, within 5 working days to your original payment method.
• Less than 24 hours before: full refund minus RM60 if we have already purchased job-specific materials or turned away another booking for your slot; otherwise full refund anyway. We'll tell you which applies when you cancel.
• After the van is en route: the RM60 aborted-visit fee applies; the remainder of any deposit is refunded.

2. We cancel or can't finish

If we cancel your booking, arrive unequipped for the quoted job, or determine mid-way that we cannot complete the work, you pay nothing for the incomplete portion and any deposit covering it is refunded in full within 5 working days. If a partial stage was completed properly and has standalone value (for example, the leak was located but you postpone the repair), only that stage is charged, at the rate shown in the quotation.

3. Unused materials

Materials billed but not used are always refunded or simply never charged — our invoices itemise them. Special-order items (a specific heater model, imported fittings) that you cancel after ordering can be returned subject to the supplier's own return terms; we pass through any restocking fee at cost and show you the supplier's documentation. Standard van-stock items carry no restocking fee, ever.

4. The repair doesn't hold

This is the one that matters. If work we completed fails within the 90-day workmanship warranty:

• Report it by WhatsApp or email with a photo or video if safe to take one.
• We re-attend within 48 hours (same-day for water or electrical safety issues).
• If the failure traces to our workmanship, the correction is free — labour, materials, everything.
• If a second correction on the same fault also fails, you may choose a full refund of that job instead of a third attempt. We think three strikes is your call, not ours.

Failures caused by misuse, third-party alterations, or new blockage material introduced after a drain clear fall outside the warranty — but we will show you the evidence for that conclusion, not just assert it.

5. How refunds are paid

Bank transfer or DuitNow to the account that paid us, within 5 working days of the refund being agreed. Cash payments are refunded by transfer with a receipt. We do not issue refunds as "credit against future work" unless you specifically request that.

6. If you feel this policy wasn't honoured

Email [email protected] with "Refund Dispute" in the subject and the invoice number. The owner reviews every such email personally within 3 working days. Beyond us, Malaysian consumers may bring claims to the Tribunal for Consumer Claims (TTPM) for amounts up to RM50,000 — a right this policy does not diminish.